Loan Servicing Escalations Intake Specialist

Regions Bank

About The Position

At Regions, the Loan Servicing Escalations Specialist researches and responds to reportable inquiries related to denial of loss mitigation requests, loan servicing, and inquiries submitted to the Office of Customer Satisfaction (OCS) for resolution. The Intake Coordinator is responsible for serving as the first point of contact for incoming complaints, attorney representation notices, and cease-and-desist requests. This role ensures all incoming matters are accurately logged, assessed, assigned, and processed according to established procedures. The Intake Coordinator maintains detailed documentation, ensures timely routing, and supports compliance with organizational, legal, and regulatory requirements.

Requirements

High School Diploma or GED
Applicants will be expected to pass any assessment associated with the position

Nice To Haves

One (1) year of loan servicing or related experience
Ability to work in a fast-paced environment
Excellent customer service skills
Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
Strong written and verbal communication skills
Ability to work with limited supervision
Ability to research and summarize facts

Responsibilities

Converses with customer regarding inquiries by phone
Researches inquiries and gathers documentation necessary for research and response
Drafts and edits responses to customer inquiries
Gathers supporting documentation to be submitted to the customer
Notates loans with attorney representation or requests to Cease and Desist communications